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James K.
James K., Consultant
Category: Email
Satisfied Customers: 1585
Experience:  Technical Director of IT Company
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How's it going? I cleared my cookies yesterday and now I

Customer Question

Hey Pearl How's it going? I cleared my cookies yesterday and now I cant get to my email account
JA: Just to clarify, what email service provider are you using for this account?
Customer: you mean my internet provider? Cent Link
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: Web Browser
JA: What troubleshooting have you tried?
Customer: I tried to reset and have a code called to me last night I entered the code and no luck
JA: Anything else you want the email expert to know before I connect you?
Customer: not that I can think of thanks!
Submitted: 1 month ago.
Category: Email
Expert:  Byron replied 1 month ago.

Hi. My name is***** you for your question and the opportunity to assist.

Please first try re-setting your password ***** the link below.

https://centurylink.net/selfcare/password_reset/qa/reset/

Let me know the result please.

Customer: replied 1 month ago.
Im trying to get my hotmail account back not my century link
Customer: replied 1 month ago.
I dont feel comfortable with that
Expert:  Byron replied 1 month ago.

I apologize. Can you tell me that address please.

Customer: replied 1 month ago.
can you help me?
Expert:  Byron replied 1 month ago.

Yes. What is your Hotmail email address please?

Customer: replied 1 month ago.
Expert:  Byron replied 1 month ago.

Thank you. One moment please.

Customer: replied 1 month ago.
great thank you very much
Expert:  Byron replied 1 month ago.

Thanks. Can you tell me the last 4 digits of your phone number ending in 42 ?

Customer: replied 1 month ago.
0442
Expert:  Byron replied 1 month ago.

Thank you. Have a pen and paper handy. You will momentarily

be receiving a recorded call giving you a 7digit password ***** code.

Please send me that code when you receive it.

Customer: replied 1 month ago.
Expert:  Byron replied 1 month ago.

Thanks. You have two-step verification turned on.

Are you able to receive email at your .mil email address?

Customer: replied 1 month ago.
Expert:  Byron replied 1 month ago.

Thanks. I'll need that address as well.

Customer: replied 1 month ago.
Expert:  Byron replied 1 month ago.

This is the address Microsoft is looking for: @mcchord.af.mil

Is that an address from a former location?

Customer: replied 1 month ago.
The USAF changed all the email address. I am stationed at McChord AFB in Tacoma WA They have changed them all to a @us.af.mil address
Expert:  Byron replied 1 month ago.

Is email sent to the old address re-directed to your new one?

Customer: replied 1 month ago.
Not that I can see I will check again using my Yahoo account
Expert:  Byron replied 1 month ago.

Is the old address *****@******.*** ?

Customer: replied 1 month ago.
that is the old address ***@******.***
Customer: replied 1 month ago.
it looks like it will not re-direct
Expert:  Byron replied 1 month ago.

Thanks. A reset code was sent to the *****@******.*** address.

If you're not able to get it I won't be able to reset the password.

Since that seems to be the case please call our customer service line

at 1.***-***-**** and they can issue a credit to your card.

Customer: replied 1 month ago.
ok I will do that thanks Is there any way to get my hotmail account back?
Expert:  Byron replied 1 month ago.

Do you have an app on your phone that generates a 25 character recovery code?

Customer: replied 1 month ago.
no I dont know that much about apps Is that what you recommend?
Expert:  Byron replied 1 month ago.

If that hasn't already been put in place it can't be used.

You can go to this link and go through the steps: https://account.live.com/password/reset

Enter your email address and the characters. On the next page say No to the phone and email

and say No on the next page as well. You'll have to fill out some information and if they have enough

to verify your identity, you may be able to regain access.

Customer: replied 1 month ago.
ok I will try that thanks very much for working with me on this. You have been a great help Take Care
Expert:  Byron replied 1 month ago.

You too. Good luck with that.